Customer Care Retention Specialist

i3 Verticals Management Services, Inc.

Murfreesboro, TN

Full-Time

Job Description

JOB TITLE: Customer Care Retention Specialist

DEPARTMENT: i3 Operations

REPORTS TO: Customer Care Supervisor

JOB LOCATION: Murfreesboro, TN

Position Summary

Our Customer Care Specialist is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services and to improve upon areas of dissatisfaction. We are looking for an individual that possesses a strong drive for learning and results. Must be personable and comfortable working with customers and sales representatives via phone and email.

Essential Duties and Responsibilities

Inbound and outbound calls
Provide a high level of customer service through proactive support and active listening.
Mediate escalations
Utilize strategies to retain existing accounts and bring on additional business locations.
Conduct a high level rate analysis.
Upsell products/services.
Utilize CRM to maintain effective documentation.
Maintain Weekly and Monthly Reports
Submit account changes/service requests to the account’s changes department.
Work with sales reps and various internal departments to help resolve any customer issues and/or account cancelation requests.
Manage task or project-based assignments including but not limited to portfolio conversions and outbound campaigns.

Requirements and Qualifications

Bilingual preferred (English and Spanish)
1+ year in customer service or call center or related experience
High school diploma or GED equivalent
High attention to detail
Strong organizational skills
Effective Time Management
Ability to communicate clearly and professionally via phone and email.
Ability to learn quickly and multi-task in a fast-paced, ever-changing environment.
Works effectively unsupervised and in a team environment.
Intermediate math skills.
Experience with Microsoft Office programs (Outlook, Excel, Word, etc.
Desired prior call center experience.
Desired prior experience in the Payment Industry or related field.